UNC Virtual Lab Troubleshooting
Having trouble using UNC's Virtual Lab, Citrix Workspace, or browser errors? Refer to the below documentation for the most common solutions. Consider using an Incognito/Private browser window to bypass extensions, as they can often cause issues while using Virtual Lab.Common issues with accessing Virtual Lab include using the correct UNC-Chapel Hill account (onyen@ad.unc.edu), registration of UNC-CH two-factor, avoiding workplace machines (too restrictive), and checking your version of macOS for the appropriate Citrix Workspace app, see below.Note: "Selected user account does not exist" error while signing in? Use onyen@ad.unc.edu to sign in!
- Use Incognito window to bypass history/cache/cookies and extensions.
- Sign out of kfusername@business.unc.edu, close and re-open browser, sign back in with onyen@ad.unc.edu.
- Use a new browser profile, or alternate browser.
- Multi-factor is required for use with UNC's Virtual Lab, using your onyen@ad.unc.edu account, see below.
- Determine your Apple macOS you're on inside Apple Menu > About my Mac.
- Note the OS version and the processor type.
- Based on your version (10.15, Catalina and newer)
- Ensure you select Apple Silicon.
- Older macs select Intel-based.
- Use Detect Receiver button
- Follow prompts for Detect Receiver, download and begin installation
- During installation, leave Enable Single Sign On and Enable App Protection boxes unchecked, restart.
- Check all "always Open with" prompts or boxes to open links with Citrix Workspace app/
- In Add Account use "virtuallab.unc.edu"
- Sign in with onyen@ad.unc.edu.
- Register for UNC's multifactor if you have not already.
- Click Apps.
- Open Citrix Workspace.
- File Menu (top) > Preferences > File Access > Set to "Read and Write".
- Close and re-open the app, open Crystal Ball (in Excel) then use File > Save As > Browse and locate users folder in C: Drive, use "Desktop", watch for prompts and allow access.